Aena, the world's largest airport operator by passenger numbers, trusts Karmina, in collaboration with Hiberus, for the management of its digital ecosystem and social networks.
Through a Temporary Business Union (UTE), we work in an integrated manner in an environment where communication ceases to be merely content and becomes service, coordination, and real-time responsiveness.
It is a project of high complexity that involves understanding how critical national infrastructure works and transferring it to digital channels with clarity, judgement, and context.
The project is structured around two main lines of work:
To address this complexity, a specific team has been built from scratch, with over 15 professionals dedicated exclusively to the project.
This involves a team integrated with Hiberus at their Mobility Hub in Madrid, which works in coordination with the technology consultancy to connect strategy, content, and operations in real time.
One of the most sensitive pillars of the project is the management of the Digital Customer Service (DCS) on Aena's corporate channels.
It is a Service active seven days a week, with responses in the different official languages in Spain and in English, with daily coverage from 08:00 to 22:00., focused on passenger attention, continuous conversation monitoring, and real-time incident management.
In an environment like an airport, where every interaction can have a direct impact on the user experience and brand reputation, Responsiveness is not added value: it is part of the service itself.
From Karmina, we manage this environment with coordinated operations, action protocols, and constant supervision, enabling agile, useful, and contextualised responses for a community with high demand and public exposure.
ATC in Aena is not just about responding to messages: This implies anticipation, judgement, and reputational management aligned with the daily operations of the business.
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Carrer Aribau 171 5-2, 08036
Madrid
Calle de Méndez Álvaro, 9, Arganzuela, 28045
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